Customer Experience Coordinator, Kilkenny

Nicki Hoyne; Ireland; On-site; EUR 30,000 - 40,000; Full time

Job summary

A luxury footwear brand is looking for a proactive Customer Experience Coordinator located in Ireland. This role involves enhancing customer service, managing returns, and supporting brand events. The ideal candidate has strong organisational and communication skills, along with experience in customer-facing roles and familiarity with e-commerce platforms. A driving licence is essential for this position.

Qualifications

• Experience in customer service, retail, fulfilment, or coordination role required.
• Excellent written and verbal communication skills essential.
• Driving licence and vehicle are essential for the role.

Responsibilities

• Respond to customer queries via email and manage returns/exchanges.
• Coordinate pop-up events across Ireland and manage online sales channels.
• Perform administrative tasks, including responding to company email inbox.

Skills

Organisational skills

Communication skills

Problem-solving

Time management

Tools

Shopify

Microsoft Office

Google Suite

Depop

Vinted

Job description

Nicki Hoyne Customer Experience Coordinator, Kilkenny

Job Title: Customer Experience Coordinator

Role: Full Time/Part Time

Salary: Based on experience

About Nicki Hoyne: Nicki Hoyne is a luxury footwear brand celebrated for its commitment to craftsmanship, contemporary design, and ethical, sustainable practices. Our collections are a fusion of timeless elegance and bold individuality, loved by women who want to express their personal style with confidence. Social media is not just a communication tool for us, it is a vital sales driver and a reflection of our brand values and identity.

We are passionate about building a respectful, inclusive, and values-driven work environment. We’re an equal opportunity employer and welcome applicants from all backgrounds, cultures, and identities.

Job Overview: We are seeking a proactive and detail-oriented Customer Experience Coordinator to join our team. This role will involve answering customer queries, liaising with our fulfilment warehouse, supporting our in-person customer activities and other administrative tasks. The ideal candidate will be a problem-solver with excellent communication and organisational skills, able to handle a diverse range of tasks and deliver an exceptional experience for our customers.

Key Responsibilities:

Customer Service:

Respond to customer queries in the email.

Regularly review common queries and develop solutions.

Amend the website to improve the customer experience.

Monitor and report on recurring customer issues to identify trends and areas for improvement.

Process customer returns/exchanges within our system and handle any related queries.

Manage online reviews and customer feedback to enhance brand credibility and customer trust.

Oversee the fulfilment process, ensuring orders are processed accurately and promptly from our warehouse.

Manage stocktakes, across the warehouse and our website.

Liaise with factories on issues like damages, repairs, and sample management.

Marketing & Events:

Coordinating Pop-up’s and other brand events across Ireland.

Manage PR, photoshoot & influencer sample requests within Ireland, ensuring timely fulfilment and returned in good condition.

Stay in the know with marketing initiatives, press contacts and influencers that the brand should be networking with.

Administrative Tasks:

Manage our Depop & Vinted sales channels (Ireland only), ensuring listings and customer communications are up-to-date.

Monitor company email inbox, responding to inquiries and directing messages appropriately.

Perform other ad hoc administration such as booking flights, send thank you notes, message local cobblers, etc.

What We’re Looking For:

Experience in a customer service, retail, fulfilment, or coordination role.

Strong organisational and time management skills.

Excellent written and verbal communication skills.

Ability to manage multiple tasks and prioritise effectively.

Experience with e-commerce platforms such as Shopify, Microsoft Office, Google Suite, Depop, Vinted, and/or similar systems.

Driving licence and vehicle is essential.

To apply, please send your CV and a cover letter to [e-mail] . Please include “Customer Experience Coordinator" in the subject line.